Policies
Rental Agreement
Platinum Transportation LLC. "Pros on the Road". Please read before you ride. The person named on the reservation is responsible for informing every passenger.
Before you ride
Please review your confirmation to make sure the reservation itinerary is correct. If your reservation needs an update or correction, contact our reservation team as soon as possible by phone or text at (201) 546-4408, or reply to your confirmation email.
All airport arrivals and departures must have the correct airline and flight information on the reservation, or there can be a delay in service.
The person named on this contract is responsible for informing all passengers of this rental agreement.
Our service and safety standards
Platinum Transportation LLC strives to provide the best overall customer service experience in our industry. We also have strict safety guidelines to protect our clients and their guests while in our care.
We use front- and rear-facing recording devices in our vehicles for insurance and chauffeur compliance. Recordings are reviewed only by our management, for internal use.
We strictly enforce all state and federal laws and maintain a zero-tolerance policy: no alcoholic beverages may be consumed or used by anyone under the legal drinking age of 21. Our chauffeurs have the right to inspect bags brought into our vehicles for alcohol where passengers are under 21.
Glass is not allowed on board unless approved by management (for example glass beer bottles and wine bottles). No large plastic coolers are allowed in the passenger area; they may only travel in the secured trunk area.
Our stretch limousines, Sprinters and buses may not travel on unpaved roads, dirt or gravel roads, steep driveways, steep parking lots or uneven pavement unless our management team approves it first.
We do our best to accommodate special requests and changes. We take pride in providing every client a clean luxury vehicle, and we thank you for helping us keep our equipment clean. Please visit our FAQ page for our COVID-19 policy and procedures and additional information.
Deposits, breakdowns and liability
All deposits are non-refundable.
Platinum Transportation LLC is not liable for a mechanical breakdown before, during or after a reservation. If the reservation is paid in full and a breakdown occurs, we will replace our equipment during an active reservation at no additional cost, depending on equipment and chauffeur availability. If an immediate replacement is not available, we are responsible for making alternative arrangements to complete the reservation on an agreed date and time.
The client who booked the rental assumes full financial responsibility for any damage to the reserved vehicle caused by the client or guests. Vehicle types include Executive Sedan, Executive SUV, Premium Luxury SUV, Stretch Limousine, Sprinter Executive van, Sprinter Limo van, Sprinter Shuttle van, Mini Coach bus, Motor Coach bus and Party bus.
Platinum Transportation LLC is not responsible for personal items left behind by guests during stops on an active reservation or after the reservation is complete. We do our best to return articles to the client or guest within 24 hours.
We are not responsible for delays or termination in winter caused by unsafe road conditions, such as non-salted icy roads and accidents, or for road closures, accidents and unanticipated traffic. Our customer service team will keep the client updated on arrival time if there are delays. Vehicles cannot be loaded beyond seating capacity by federal law.
Damage and cleaning fees
We do not allow food or snacks in any fleet vehicle unless approved in writing by a manager 24 hours before the reservation. We do not allow clients to clean our vehicles, due to insurance and liability. It is the client's responsibility to point out any damage to the chauffeur before the reservation starts. Our chauffeurs are trained to check for damage before the reservation, during it and between every stop. If damage is spotted, it is documented with dispatch and emailed directly to the client without delay.
The minimum fees below will be charged to the credit card on file. This is not an exclusive list. Sedans, SUVs, Sprinter vans and buses may cost more, and an estimate will be provided to the responsible client.
Alcoholic beverage spill on a seat: $500 minimum. Damaged carpet: $200 minimum. Damaged mirror (limo): $500 minimum each. Damaged flat-screen TV monitor: $500 minimum replacement fee plus repair labor and out-of-service fees.
Extensive cleanup (spills, soda, wine, food): $250 minimum. Gum in the carpet: $100. Shampoo and disinfecting after sickness (interior): $1,000 minimum. Detailing and wax after sickness (exterior): $350. Damaged seats: $500 minimum, pending estimate. Broken glassware (stretch limo), rip or tear to upholstery: $75. Each act of vandalism, including TV and stereo equipment: $750 minimum.
Sprinter Executive van table replacement: $900 minimum plus labor if scratches occur from items placed on the table. Let your chauffeur help with items brought on board to avoid scratch charges. Opening a fleet vehicle door into another vehicle or a stationary object: $1,000 minimum. We advise letting your chauffeur open your door.
Inciting others to cause damage to our fleet vehicle will result in charges for the damage. For example, yelling insults at pedestrians from our vehicle makes any damage caused by the other party the client's responsibility.
All damage to our fleet vehicles or affiliates' vehicles is covered by this rental agreement, including loss of revenue for downtime during repairs, charged to the credit card used to book the reservation. If the card does not have enough funds to cover repairs and company losses, Platinum Transportation LLC (and its affiliate company) reserves the right to file a lawsuit in a local court to recover all company losses, including court costs and company time.
All damage is at the sole discretion of the chauffeur and our management team.
Conduct, smoking and safety
The use of cigarettes, cigars, vapor (e-cigarettes) and drugs (controlled substances) is strictly prohibited in all our fleet vehicles and will result in immediate termination of the reservation without refund.
If the client or guests smoke or vape in any fleet vehicle (the client is responsible for informing all guests of this policy), the client must pay an additional $750 at the end of the reservation to take the vehicle out of service for 24 hours and replace all cabin filters. Any fines will be paid by the client who made the reservation.
We do not allow anyone to hang out of a window while the vehicle is moving. We do not allow anyone to stand or squat. We do not allow doors to be open while the vehicle is moving. We do not allow yelling insults at pedestrians from our vehicles. Horseplay is strictly prohibited and can result in termination of the reservation without refund. Platinum Transportation LLC is not responsible for injuries due to horseplay.
All passengers are required by local, state and federal law to be securely seat-belted while the vehicle is moving, without exception. If our safety requirements are not met, Platinum Transportation LLC is not liable for injury resulting from not following local, state and federal laws and our safety procedures, and the reservation can be terminated at any time without refund by our chauffeur.
We authorize our chauffeur to terminate a reservation if he or she observes a safety risk to our guests during an active reservation. If there is a blatant indiscretion on the part of the client or guests, the chauffeur has full discretion to terminate the active reservation without refund. Our rates are subject to change without notice.
Cancellation: executive sedan, executive SUV and premium luxury SUV
Our reservation cut-off is 4 hours before the reservation time. To avoid full charges for an Executive Sedan, Executive SUV or Premium Luxury SUV, cancel at least 4 hours before. If you cancel after the 4-hour cut-off, you will be charged the full reservation charges.
Any special orders placed (event parking, events, drinks, flowers) will be charged to the credit card on file.
If a reservation is changed for a pickup within 24 hours (for example a flight change, with no extra charge for flight delays) unless due to hazardous weather, an additional $30 fee will be added to re-route our chauffeur to accommodate a pickup change after the 4-hour cut-off.
Our affiliates have a 24/48-hour cancellation policy. After that window, the client is responsible for full reservation charges.
Cancellation: specialized vehicles
Specialized vehicles are the Stretch Limousine, Sprinter Executive Shuttle, Sprinter Limo, Sprinter Shuttle and buses (7 to 56 passengers), including Mini Coach Bus, Party Bus and Motor Coach Bus.
A $200 deposit is required at the time of reservation and is not refundable. If the client cancels at any time after the reservation is confirmed, the client agrees to forfeit the $200 deposit without exception.
All specialized vehicles require 7 days' notice to cancel. Any reservation cancelled within 7 days forfeits 100% of the reservation cost.
Global policy: for reservations outside the NJ and NYC markets, cancellations or updates after our 24-hour cutoff can be charged the full reservation cost. The cancellation fee depends on the market rate and cancellation policy of the city, state or country. We have no control over other markets.
Airport service and wait time
We track flight arrivals (via FlightView). Chauffeurs wait a maximum of 30 minutes for domestic flights and 45 minutes for international flights after the flight arrival time.
Wait time after that is $1.59 per minute for a sedan and $1.83 per minute for an SUV. If the client is a no-show 30 minutes (domestic) or 45 minutes (international) after flight arrival, the client is responsible for the full reservation cost and the ride is considered a no-show.
A $30 charge is added to all reservations during our night hours, 11:00 pm to 5:59 am. Inside meet and greet service is $25. For inside meet and greet, look for our chauffeur holding a sign, tablet or phone with your last name in the baggage claim area. Meet and greet costs outside NJ and NYC depend on the market and the city airport rates.
Private FBO aviation wait time begins after the scheduled pickup time, at $1.59 per minute for a sedan and $1.83 per minute for an SUV in NJ and NYC. Outside NJ and NYC we follow our affiliate rate.
Point-to-point service
The chauffeur arrives 15 minutes early, which is included in the rate, and 15 minutes after pickup time is also included. After 15 minutes from the pickup time, the standby rate is $1.59 per minute for a sedan and $1.83 per minute for an SUV.
The flat rate covers the pickup address to the destination. One extra stop is allowed at an additional stop fee of $30. If more stops are added, the reservation converts to an hourly reservation with a minimum number of hours that depends on the day of the week and vehicle type. Please review the hourly rate terms below.
We do not offer point-to-point transfers Friday through Sunday. On those days we offer hourly bookings only.
Hourly service
Sedan, SUV and Executive SUV: reservations booked hourly have a minimum charge of 2 to 3 hours depending on vehicle type, and special events have a 6-hour minimum.
Specialized vehicles (Stretch Limousine, Sprinter vans, Mini Coach Executive buses, Motor Coaches) have a minimum number of hours that depends on the vehicle category and the day of the week. Our team will assist with questions. Please see the specialized vehicle cancellation policy above.
Buses, Sprinters and limos going outside the NJ and NYC metro areas have an additional drive-time or out-of-metro charge, depending on the pickup location. Charter and hourly reservations start from our base in NJ or NYC, and time stops when the vehicle returns to base. Global reservations differ depending on market contracts, livery regulations and rates.
We do not refund unused hours, and we cannot guarantee availability if the client extends an hourly reservation. It depends on scheduling.
Extra charges, gratuity and non-refundable bookings
All reservations include an automatic $15 admin fee, which is charged even if the reservation is cancelled and is non-refundable. Reservations also include the STC charge, fuel charge and airport fees, plus a suggested 20% gratuity. Gratuity can be reduced, increased or removed on the client's request. Extra gratuity paid directly to the chauffeur is deeply appreciated.
New Year's Eve and prom reservations are non-refundable and cannot be cancelled or changed once reserved. The client is responsible for the reservation total if cancelled.
Holiday fee
A holiday fee applies to vehicles operating on Presidents Day, Easter, Memorial Day, the Fourth of July, Labor Day, Thanksgiving Day, Christmas Day and New Year's Day: $30 for a sedan and $50 for an SUV or Executive SUV. Specialized vehicles have an additional $75 per hour holiday fee.
Pet policy
We have a strict pet policy for the safety of our clients, their pets and our chauffeurs. We follow ADA (Americans with Disabilities Act) guidelines regarding service animals. When a pet is not covered by the ADA, all pets must be in a secure animal carrier for the whole transfer. We can provide a pet carrier for an additional fee.
We do not allow pets in our specialized vehicles (Stretch Limo, Sprinter van or buses). If an unauthorized pet is brought on board a specialized vehicle, the client is fully responsible for the cost of all passenger cabin air filters and labor ($120 to $375) and for pet damage, including scratches from dog nails. Part replacements are done by the dealership only, and the client will receive an estimate before repairs are made. All charges are made to the credit card on file.
The client must tell our reservations department that a pet will travel so we can send the correct vehicle. If the pet is not on the reservation, we will not allow it to travel, the reservation will be cancelled and the client is responsible for the full reservation charges.
We require the pet's vaccination card, emailed to res@njplatinumtransportation.com 24 hours before the reservation. If it is not received within 24 hours of the reservation, the ride will be cancelled.
Payment and additional information
Please contact our office with any questions or concerns at phone or text (201) 546-4408, or email res@njplatinumtransportation.com. Our customer service agents will be delighted to assist you. We thank you for choosing Platinum Transportation LLC for your chauffeured transportation needs.
By making this online reservation, the client agrees to the number of hours and the rate structure shown on the reservation, certifies that funds are available to cover the reservation and all deposit hold fees (damage, overtime, tolls, parking fees, wait time), and authorizes the additional fee structure for vehicle damage, cleaning, non-smoking policy downtime, airport fees, wait time, hourly overtime, tolls, parking fees and extra stop fees.
By making this online reservation, you confirm that you are the credit card holder for the reservation and that you are responsible for all the full reservation charges. Falsified information on this agreement, contract or online reservation system can face legal action in a United States court.
If the credit card on file declines after the trip is completed, you have up to 24 hours after the reservation is complete to update your card. After 24 hours, we will charge the credit card holder $4.50 per day until payment in full is received. After the second week, we will send the account to our collections department and may file a claim in small claims court to collect the total amount due to Platinum Transportation LLC, along with court and filing fees and a percentage for each day payment is not received.
Platinum Transportation LLC has the rights to any pictures taken with our vehicles or chauffeurs and may share them on our website and social media pages.
Questions about the agreement?
Call or text (201) 546-4408 and our team will be glad to help.